Webinar recording | Talk so people will listen and listen so people will talk (on the phone) with Ali Cameron and Hannah Morgan-Stone
31 December 2019
Talk so people will listen and listen so people will talk (on the phone)
Does your work involve speaking to people on the phone? Experienced conciliators Ali Cameron and Hannah Morgan-Stone offers three practical strategies you can use straight away to improve your call handling:
- a theory of needs you can use to structure your call
- how to do active listening on the phone
- how to tactically use open and closed questions on the phone
Using these strategies will help you build and maintain rapport when you can’t see the other person, elicit the information you need, and convey necessary and unwelcome messages.
This webinar is relevant to conciliators and those involved in DR whose work involves speaking to people on the phone.
Purchase the webinar and gain valuable CPD points.
About the speakers
Ali Cameron and Hannah Morgan-Stone
Ali and Hannah, Senior Conciliators at Utilities Disputes, New Zealand, have 21 years’ experience between them doing dispute resolution on the phone. Both are Resolution Institute accredited mediators and Ali is also a mediation accreditation assessor for Resolution Institute.